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Our policies

We have a number of policies in place to ensure we always behave in the right way and limit risks of things going wrong.

Firm Name Yorkshire Building Society
Other firms included in this report

Chelsea Building Society
Barnsley Building Society
Norwich & Peterborough Building Society
Norwich & Peterborough Investment Brokers

Period covered 1 July 2015 - 31 December 2015

Below is a table showing how many complaints Yorkshire Building Society received and dealt with from 1 July 2015 to 31 December 2015. The comparative figures show how these relate to the number of accounts or income in each grouping, to allow comparisons to be made with other financial organisations on a consistent basis.

Grouping No. of complaints opened No. of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld (%) by YBS
Banking and Credit cards 3958 4421 97.2% 41.5%
Home Finance 2637 3088 95.0% 57.5%
General Insurance & Pure Protection 3623 3938 95.2% 11.0%
Life, Pensions and Decumulation 87 105 75.2% 15.2%
Investments 108 145 90.3% 16.6%



To put the above figures into context:

  • We have nearly 3.5 million Banking and loan accounts. We received 1.14 complaints for every 1000 accounts.
  • We have over 172,000 mortgage accounts. We received 15.3 complaints for every 1000 accounts.
  • We received 114 general insurance and pure protection complaints for every £1 million of gross annual premiums.
  • We received 3.20 life and pension complaints for every 1000 policy holders.
  • We received 99 investment complaints for every £1 million of gross annual premiums.

Complaints are very important to us as we continue to improve our processes based on feedback from our customers dissatisfaction. We endeavor to deal with these as quickly and fairly as possible and we have developed our process for handling complaints with the customer at its heart. If you have any reason to complain, please contact us and we will do our utmost to resolve the matter with you.


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